Rover.com FAQs

Looking to add a partner or family member to your Rover sitter profile? We totally get how valuable teamwork can be when it comes to pet care.Another person can be added to your account as long as they meet the following criteria:

Are at least 18 years old

Pass a background check

To add another person to your sitter profile, contact Rover Support with the following information and well guide you through the process from there:

The individuals name

The individuals phone number

Important things to keep in mind:

An individual may not create more than one Rover account for themselves.

All Rover.com promotional deals and discounts are limited to one per household.

Referral credits cannot be awarded for referring yourself, members of your household, or other people who intend to make a booking for your pet(s).

Photos play an important role in creating a successful sitter profile and attracting potential clients on Rover. In this article, we'll talk about how to manage profile photos, gallery photos, and stay photos.

Add a profile photo

Add or edit gallery photos

Hide stay photos

Add a profile photo

Your profile photo will appear next to your name in search and in Rover Messages when you're communicating with a client. We recommend adding a clear, well-lit photo of your face.

To add a profile photo, click here.

Select Upload Your Photo.Choose a photo from your device that's about 400x400 pixels.

Crop your photo as needed. Select Add.

Scroll down and select Save & Continue. Youre all set!

For tips on how to take great photos, check out this tutorial.

Add or edit gallery photos

Gallery photos give your clients a sense of who you are and how youll care for their pet. Use this section of your sitter profile to include photos of you walking dogs or providing care to pets.

To add gallery photos:

1. Click here to get to the Gallery Photos section of your account.

2. Drag an image into the image uploader, or manually upload an image from your computer. You can add as many photos as you like, but we recommend uploading at least 4 images.

3. When finished, select Save & Continue.

Rearrange gallery photos

The image in the first position within your gallery photos will be the largest one displayed on your sitter profile. You can rearrange the order of these photos at any time by selecting an image within the gallery and dragging it to the desired position. Make sure you save your changes.

Edit photo captions

You can also add context to your gallery photos by adding captions.Keep captions short, positive, and friendly to make a good impression on potential clients. To do this:

1. Hover over an image and select the pencil icon when it appears.

Settings

2. A pop-up window will display your photo and a spot to type in a caption. Write your caption and select Save Caption.

Delete photos

To completely remove an image from your gallery, hover over the image and select the trash icon. Confirm your changes by selectingYes.

Hide stay photos

Your sitter profile will automatically show photosyou'vesent to clients on past stays or walks. This is a great way to show potential clients the range of dogs you care for. If you or your client don't want these images displayed on your profile, you can hide them.

Hide all stay photos

1. Navigate to your settings by selecting your name and then .

2. Select theSittertab.

3. Next to Hide Photos, toggle the circle white or green to edit this setting. Green means youd like to keep stay photos hidden; white means youd like stay photos to be publicly visible on your profile.

4. Select Save Settings.

Hide photos for a specific stay

If you want to hide specific photos from a stay, follow these steps:

1. Navigate to your inbox by selecting the envelope icon in the upper right corner of your screen.

2. Select the conversation you sent the photo to.

3. Select Stay Summary.

4. Select the dogs name on the right side of the page.

5. Locate the photo youd like to hide, and then select Hide Photo at the bottom of the image.

With Rover, its easy to find the best care for your best friend. Heres how to get started:

1. Find 2-3sitters or dog walkerswho seem like a good fit. Select the Contact button on each sitters profile page to introduce yourself and your dog. Now is a great time to be clear and candid in discussing your dogs personality, preferences, and any special needs. Whenyou'vediscussed expectations and both agreed that it sounds like a good fit, its time for a Meet & Greet.

2. Schedule a Meet & Greet with each sitter you like. This is your chance to get to know a sitter in person and see how they interact with your dog. You can meet at a neutral location, your home or at the sitters home. If the sitter has a dog too, consider meeting at a local park so that neither dog will feel territorial.

3. Book and pay through Rover. With fast, secure payments and easy owner/sitter messaging, your dogs stay or walk will be confirmed in no time, and you can relax, knowing your dog is in good hands.

Rover exists to make it easier to have a dog in your life. We do this by providing an innovative and secure platform, offering 24/7 customer support, and building better tools.Service feesallow Rover to operate and continually make improvements based on the needs of our growing community.

Sitters Owners

Sitters

Service fees vary depending on when your Rover profile was approved.

Profile Approval Date

Service Fee Per Booking

Before March 1, 2016

15%

On/After March 1, 2016

20%

Sitters with RoverGO

25%

Pet sitters and dog walkers are the cornerstone of our business. Without their passion, hard work, and devotion to providing amazing pet care, we wouldn't be here. We're here to provide ongoing support, educational opportunities, and to help each individual grow their businessand were in it for the long haul. These fees help us do that, along with facilitating Rovers customer support, 24/7 trust and safety coverage, and important site maintenance and product improvements. They also help cover benefits for sitters, including the costs of processing payments and ongoing promotion of sitters on Rover.

Owners

Beginning in September 2015, bookings by new account holders are charged a service feeto support Rovers operating costs, and cover state and local taxes, where applicable.

Services booked through a Rover account created prior to the date the fee was implemented will not be subject to the owner service fee. The fee cannot exceed $50/booking ($35 CAD/booking in Canada). Its refundable should the booking be canceled by either the sitter or the owner, in accordance with your sitters cancellation policy. If the booking dates change, the fee will be updated accordingly.

FAQ

How do these fees impact my business?

For pet sitters and dog walkers on Rover, these fees are designed to support you every step of the way, andthey'restandard in our industry. We use these standard service fees to do things like:

Continually improve your experience with the Rover website and mobile apps.

Expand our Trust & Safety team to offer best-in-class 24/7 emergency support. (That means whenever you call, well be there to answer.)

Create original educational content specifically for sitters in our Sitter Resources Center and Help Center.

In short, these fees help us build our business so we can help you build yours.

If I left Rover as a sitter prior to March 2016 and then come back, what will my service fee be?

If your sitter profile was originally created and approved before March 1, 2016, youll pay a 15% service fee for each booking.

How are donations through Sit a Dog, Save a Life handled?

The amount you choose to donate will be deducted from your earnings on each booking you complete. Rover will then make the donation on your behalf.

Youwon'tbe taxed for making donations. Your 1099 income will be less the amountyou'vedonated.Donations made through Sit a Dog, Save a Life are not tax deductible because they are not included in your reported income.

At Rover, our love for animals extends way beyond dogs. So while dogs are at the heart of what we do, youll find sitters on Rover who care for cats, hamsters, guinea pigs and other animals.

Some petssuch as venomous snakes or horses are prohibited from being cared for on Rover. Check out our Terms of Services to learn more about these types of animals.

As you would for a dog, simply create a profile for each pet and book the service through Rover. When it comes to entering what breed your non-dog pet is in the pet profile, select "cat" for your cat and "other pets" for any of your other animals.

Finding a cat sitter

1. Go to Rover.com and select the Search Sitters button.

2. Enter your zip code of address at the top of the page. Select the magnifying glass icon.

3. On the left side of the page is a list of filters. BeneathAdditional Services check the box next toCat care.

Browse sitters in your area who offer cat care. Visit sitter profiles to learn more about them and select theContact button to get conversations started.

Keeping your calendar up to date is an important part of managing your business on Rover.With the Confirm Availability feature, you can reassure pet parents that your calendar is accurate so thatthey'remore confident booking with you! When you confirm your availability, youll receive a banner within search highlighting when youre free so owners know youre truly available to care for their pet.

How it works

Editing your availability

Additional information

How it works

On your Rover Dashboard, you can now see your availability at a glance for the next two weeks.

Green date boxes indicate dates youre available for at least one of your services.

Grey date boxes indicate dates youre unavailable forallof your services.

SelectingConfirm Availabilityis your way of telling Rover and owners thatyou'vereviewed your calendar and verified its accurate. When a pet parent searches for a sitter for a specific set of dates, ifyou'veconfirmed your availability, your profile will be highlighted within desktop search results with a Confirmed availability banner.

Additionally, when a pet parent views a sitters profile with confirmed availability, there will be a callout beneath the sitters calendar stating the last time theyve verified availability.

Confirming your availability will not only help you stand out within search, but also helps you get requests youre more likely be able to accept, which means youll spend less time sorting through requests youcan'taccommodate.

Editing your availability

You can edit your availability for the next two weeks from your Rover Dashboard with the Your availability for the next 2 weeks box. Remember, green boxes show that youre available for at least one service. Grey boxes show that youre unavailable for all services.

How do I mark myself as available?

Select the date youre currently showing as unavailable that you need to change to available. Youll see the date box change from grey to green.

SelectConfirm Availabilityto save your changes.

How do I mark myself as unavailable?

Select the date youre currently showing as available that you need to change to unavailable. Youll see the date box change from green to grey.

SelectConfirm Availabilityto save your changes.

Now,allservices for that date will be marked as unavailable.

If youre needing to make additional edits to your calendar, for instance, marking yourself as available for one service, but unavailable for another service, or adjusting the number of spaces you have available, go to your full calendar to make those changes.

On your full calendar, you can still edit your availability as younormally would. Additionally, you can also confirm your availability for the next two weeks by selectingConfirm Availabilityin the upper left corner of the screen.

Additional information

We recommend confirming your availability regularly to reassure pet parents your calendar is accurate. Youll still show in search results even if youdon'tconfirm availability, however, youwon'thave a banner to highlightyou'veverified your availability.

Your profile will displaya Confirmed Available banner in search for the services thatyou'vemarked yourself as available. You won'y appear in search results for services that you've marked as unavailable.

The Confirmed Availablebanner will only be displayed in two-week windows.

Afteryou'vecompleted your sitter profile, Rovers sitter team will manually review it within five business days.

Here's how to check on the progress of your profile review:

Keep an eye on your email. We'll keep you updated along the way.

Sign in to your Rover account on a computer or mobile browser for updates. At the top of the screen, youll see some handy banners that show you your progress.

This banner means thatyou'vecompleted all steps of the sitter profile and that your profile is ready for our sitter team to review.

Profile

This banner means that weve already reviewed your profile, but that some adjustments still need to be made. Be sure to check your email for a message from us outlining what needs to be changed.

Onceyou'veupdated your profile, just click on the Resubmit profile link. Then, select the green Resubmit Profilebutton--that way well know that your profile is ready to be reviewed again.

This banner means your profile has been approved and that youre now live on Rover. Congratulations! Note: this banner will disappear once your profile has been live for a couple of weeks.

If youdon'tsee any of these banners, its possible that you havent completed your sitter profile yet. To finish, just follow these steps:

Navigate to your by selecting your name in the upper right corner of the screen.

Complete any step with an X next to it.

As a sitter, you may occasionally get duplicate requests from the same pet parent. Here's what to do:

Respond to all requests in the order that they were receivedeven duplicates. This is because your sitter profile may automatically set yourself to away if you don't reply to a request within 72 hours. It also means you won't be visible in search while you're marked as away.

Onceyou'veresponded, you can archive messages to remove them from your inbox. Here's how:

Navigate to your Inbox and select Pending Requests.

Locatethe duplicate request and selectDecline and archive.

Select a reason from the dropdown menu for why you were unable to book with this client, then select Save.

The request will then be moved to the Archived Requests tab. You can undo this action by selecting Undo.

Note:Rover will also send you reminders to reply to these requests and ensure that your calendar is accurate.

Whether youre a sitter or a pet parent, its a good idea to read and understand the Rover Terms of Service.

Sometimes Rover may mark your calendar as unavailable if you have several requests for the same dates. This is called auto-availability, and it's a feature that helps make sure no sitter is faced with caring for more dogs than they feel comfortable with. It usually kicks in during busy times, like the summer months or holidays, but can apply anytime youre busy.

How it works

Depending on your number of available spaces and the number of pending requests in your inbox for the same dates, your profile may be removed from search results for those dates.

To make yourself available again:

Archive requests youdon'tplan to book. This will free up yournumber of available spaces. Even if you need to archive request, remember to still reply to the client that you're unable to accept the request, so they know to search for additional sitters.

Managing your inbox and archiving requests willget your profile back into search results so you can keep on attracting booking requests you can accept.

You can manage how you receive Rover notifications, like email and text (SMS) messages from your account settings.

Desktop or mobile browser

App

Desktop or mobile browser

1. Navigate to your settings by selecting your name in the upper right corner of the screen. Select Settings.

this article

2. To update what types of emails you receive from Rover, select Notifications.

Toggle on to green to opt into emails, and grey to opt out.

Select Save Settings on the bottom of the page.

3. To learn how to update your text (SMS) preferences, check out .

App

Open the app.

Tap the More icon for iPhones, or the hamburger bar menu for Android phones.

Tap Settings.

Tap Account Settings.

When you are finished updating your preferences, select Save Settings.

To update push notifications, in your phones settings, locate the Rover app, and adjust notifications accordingly.

At Rover we know that every dog and pet parent is unique. Our marketplace of pet sitters and dog walkersthe largest in the worldis designed to help you find your perfect match. Youll find a variety of sitters and dog walkers to suit every quirk, charm, and special need.

On Rover, you can find and book sitterand dog walkerswith experience caring for:

Puppies

Older dogs

Disabled dogs

Dogs that require medication

Dogs with separation anxiety

Cats and other animals

Some sitters have pets of their own for your dog to play with, while others offer plenty of one-on-one attention. Read verified reviews from pet parents like you, browse sitter and dog walker profiles, and then contact a sitter or dog walker who seems like a good match.

Onceyou'vefound a nearby sitter or dog walker, communicate your dogs unique needs to them early and often. Being upfront about any special requirements is the best way to find the perfect matchfor your dog. And before you book, schedule an in-person Meet & Greet; it'sa great way to confirmyou'vefound your dogs other best friend.

The well-being of Rover dogs is our top priority.

If you have concerns about the health or safety of a dog in your care, we'rehere for you 24/7 at 888-727-1140.

Our dedicated team of Trust & Safety specialists isalways available to walk you through a situation and answer your questions along the way.

We also recommend getting in touch with the dogs owner right away. If theyaren'tavailable, try their emergency contact number. Remember, your client knows their dogs behavior best, so contacting them is a good place to start if youre unsure.

Tip: Before booking, put together a care plan with the owner and include theiremergency veterinary contact info. This is a proactiveway to ensure safe, stress-free stays.

You can also brush up on your dog safety knowledge by checking out these Sitter Resources posts on the subject.

Paying and communicating through Rover is essential to ensuringa safe and secure experience, which is why we made it a requirement in our Terms of Service.

Additionally, when a payment takes place outside of Rover, we won't have a record of it. That means your booking won't be covered bythe Rover Guarantee or our 24/7 support team. Accepting payments outside of Rover could also lead to account suspensions forboth the sitter and the owner.

So, if someone asks to pay you directlywhether thats via check, cash, wire transfer, or a payment website other than Roversay no and remind them that paying through Rover keeps everyones information secure.

If a client insists onpaying you outside of Rover, you can reportthe conversation within the Rover Inbox. Simply selectReport this conversation.

This sort of thing doesnt happen often, but its always a good idea to be prepared. Practicing a few simple safety measures can only do great things for your pet-sitting business.

Welcome to Rover! Signing up as a pet owner is free and gives you access to our network ofover 200,000 pet sitters and dog walkers from coast to coast whocan'twait to watch your dog. To create a Rover account, follow these simple steps:

1. Go to Rover.com and select Sign Up in the upper right corner of your screen.

here

2. Youll have the option to sign up either with Facebook, Google or your email address.

3. Be sure to take a look at our Terms of Service before continuing.4. Fill out our simple form. Youre all set!

Interested in being a sitter or walker? Get started on your sitter profile .

One way to spread the word about your business is by sharing unique promo codes with prospective clients.

Here's how it works: You get a unique profile link and promo code tointroduce pet owners toRover andyour business. When a pet owner you recruited to Roveruses your code, they'll get $20 off their first booking.Rover covers the discountyou still receive your fullrate.

How to get your unique promo code

Helpful to know

How to get your unique promo code

1.Navigate to your profileby selecting your name in the upper right corner of your screen. Select Profile.

How can I promote by business?

2.UnderPromote, select Share Your Profile.

3. Your unique promo code and URL will be displayed. Now, just use thePromote your Businesslinks to share your profile on Craigslist, Facebook and more!

Helpful to know

You can't distribute your code on sites that are designed onlyto share coupon or discount codes. To learn more, please read our Promotion Code & Custom URL Terms and Conditions.

Promo codes can't be added toyour Rover profile text or inmessages. This is because promo codes can only be used by owners who are new to Rover for their first booking.We encourage you to shareyour promo code outside of Rover.com to attract new clients for your pet-sitting business.

Related articles

If the Rover app stops working, try these troubleshooting tips to get back on track:

Update the app Power your phone off and on Uninstall and reinstall app Contact Rover Support

Update the app

Make sure youre using the latest version of the app by heading over to your devices app store and checking for updates. Heres how to do this on an iPhone or Android phone:

iPhone

Open the App Store.

Tap Updates at the bottom of the screen.

If an update is available, tap Update next to the Rover app.

Android

Open the Play Store.

Search Rover.

If an update is available, youll see the option to tapUpdate.

Power your phone off, then turn it back on

It may sound simple, but sometimes just powering your phone off and back on is all thats needed to get any app back in order.

Uninstall and reinstall the app

If the issue continues, try uninstalling and reinstalling the Rover app.Heres how to do this on an iPhone or Android phone:

iPhone

Tap and hold the Rover app icon until it starts wiggling.

Tap the x.

Tap Delete to uninstall.

To reinstall, open the App Store.

Search Rover.

Tap Get to reinstall.

Android

Open the Play Store.

Search Rover.

Tap uninstall.

Tap install to reinstall.

Contact Rover Support

If youre still having issues with the app, please contact Rover Supportby selecting Get Help at the bottom of the help center. In your email, please include the following information:

Describe the issue you're experiencing.

Provide details about the steps you're taking that cause you to encounter the issue.

Specify which type of device you're using (iPhone or Android).

Let us know which version of the Rover app you're using. Here's how to locate this information:

On iPhone, open the app and tapMore > Settings > Version.

On Android, open the app and tapMenu > Settings > Version.

In the meantime, you can access your Rover account on your phone's mobile browser. It's also a good idea to opt in to text messages so that you receive notifications on the go.

Keeping your contact info up-to-date is important and easy to do, whether youre an owner or a sitter. Within your Rover account you can add a primary/default phone number, additional phone numbers, and an emergency contact number.

Edit or add a phone number

Edit your emergency contact number

Note: If you're receiving an error message that your phone number is already registered when you add your number to your account, check out this article.

Edit or add a phone number

1. Navigate to your profile by selecting your name in the upper right corner of your screen. Select Profile.

Update

2. Under Account info, select Update.

3. Select Phone Numbers.

4. Select Add Phone.

5. Enter your number and select Add a Phone.

6. Select Verify. Choose whether youd like to receive your verification code via call or text. (This just confirms that we got your number right and that it's yours.)

7. Once you have your verification code, enter it and select Verify.

Tips:

If you want this new phone number to be your default, select Make Default.

To delete a phone number, select Delete.

Edit your emergency contact number

1. Navigate to your profile by selecting your name in the upper right corner of your screen. Select Profile.

2. Under Account info, select.

3. At the bottom of the basic info form, enter your emergency contacts name and phone number.

4. Select Save.

Its a great idea to encourage clients to leave a review after working with you. Reviews are important because:

Theyre displayed on your public sitter profile. Great reviews will encourage new clients to book with you.

Maintaining a high star rating lets potential clients know that pet parentsand their dogslove working with you.

To learn more about what makes reviews so important, check out this Rover Sitter Resources post.

How do clients leave reviews?

After your first bookinghas ended, your client will automatically receive an email from Rover asking them to leave a review.

You can also encourage clients to leave reviews by messaging them directly. We recommend being kind, gracious, and brief in your messageyou could say something like, I loved watching Fido! If he had as much fun as I did, would you mind leaving me a review?

Booking a dog sitter through Rover will always be cashless and convenient. Your sitter sets their own rates and your credit card is debited when you book. That said, if youd like to offer them a tip, youre perfectly welcome to! Just know that its never expected or required.

Note: Currently, there's no way to add a tip to your booking on Rover. If you'd like to tip your sitter, please reach out to your sitter.

Want to show your sitter how much you appreciate them? Leave them a review on Rover. Reviews are easy to write and help sitters grow their pet-sitting business.

This article explains how to leave a review for your sitter.

Every sitter profile is manually reviewed by the Rover sitter team. We evaluate each profile to determine whether it meets our unique set of quality standards. If we decide the sitter or dog walker is a good fit for Rover, well approve their profile, and they can then list pet care services on the site.

What are some of the reasons my profile might not be approved?

Review and approval of sitters and dog walkers ultimately centers around the question, Do we believe dog owners will have a great experience with this sitter or dog walker?

There are a lot of reasons why a profile might not be approved. Here are a few of the biggest ones:

Sitters and dog walkers on Rover are a unique blend of caring and professional. If wedon'tfeel a profile exhibits those traits, it may not be approved.

For sitters offering in-home services, its not evident that they can provide the individualized experience our pet parents are looking for. Rover was designed to be an alternative to kennels by offering one-on-one attention and personalized care for dogs.

The information in the sitters profile doesnt show usthey'reable to safely separate the large number number of dogs they want to accept at one time. This could include the profile description and/or photos of the sitters home.

The sitter already has a large number of animals in their home that may prevent them from providing a safe experience for additional pets.

Can I appeal the approval decision?

Finding sitters and dog walkers who are the right fit for Rover is something we take very seriously. We do everything we can to be thorough the first time around, and for that reason the approval decision is final and cannot be appealed.

Can I still use Rover to book a stay or walk for my dog?

Absolutely. Youre still welcome to book stays for your own pets through Rover. Although youcan'taccess your sitter profile anymore, you can still access your account, including your payment information.

Can I retrieve my pictures, profile content, and testimonials?

Once a sitter profile is deactivated, profile access is disabledthat includes access to any photos or information the sitter added to their profile when creating it. All of that information is stored securely with Rover and will never be shared with other companies or become accessible to any third parties.

What does Rover do with all the personal information I used to create my sitter profile?

Personal information is stored in our secure database. Its not shared with other companies or accessible by any third parties.

Note: Were currently testing a new signup experience for a small group of providers. If the directionsdon'tmatch what youre seeing while signing up, then visit this article instead.

Welcome, dog and cat lovers! Were so glad you want to join our pack.You can start your Rover sitter/walker profile on a computer, mobile browser or from the Rover app.Just follow the steps outlined below.

iPhone (iOS) Android Computer Next steps

iPhone (iOS)

Tap More at the bottom of your screen.

Tap Become a Rover sitter or walker.

Tap Get Started to fill out your profile.

Android

Tap the hamburger bar menu in the upper left corner of the screen.

Tap Become a Rover sitter or walker.

Tap Get Started to fill out your profile.

Computer

1. Select the Become a Sitter link at the top of the page, then selectGet Started.

2. If you have an existing Rover account, sign in. If not, create a new account.

Why hasn't my background check been processed yet?

3. Buildyour profile. If you plan to offer cat care, include that information here. For tips on how to make your profile stand out, go here.

4. Once your profile is complete, it'll be sent to our Sitter Team for review. Once a profile gets approved by our team, you'll receive a background check that will be processed by Checkr.

Note: Background checks are nonrefundable.

Next steps

Keep an eye on your emailour profile experts may ask you to modify a few things to make your profile the best it can be.

You'll typically hear from us within fivebusiness days and well notify you via email if your profileis approved.

Once your profile is approved and you pass a background check, your sitter services will be live and viewable in the Rover marketplace. Keep in mind that background checks won't run until your profile is approved by our Sitter Team. Click here to learn more about the profile review process.

Check out our Sitter Resources Center for advice and tips that'll help yousucceed on Rover and our Getting Started section for handy account how-tos.

Related articles

How long will it take for Rover to review my profile?

How do I submit a background check?

Booking with an owner

Rebooking with a past client

Booking with an owner

Pet parents will select the Contact button on your profile to initiate a booking request with you.

this article

Once thepet parent has contactedyou, here's what to do next to book the stay:

1. When a pet parentsends you a request, it'll show in the Pending Requests section of your Inbox. Respond as quickly as you can--requests that are responded to quickly are more likely to book.

2. After selecting the pending request youd like to book, review the details of the booking in the gray box to make sure the request is a good fit for you. You can see more details aboutthe dog by clicking on theDog Profile

3.Before booking, make sure to have a Meet & Greetthis is a great opportunity to get to know the pet parent and dog. To learn more about how to schedule a Meet & Greet check out this article.

4.Whenyou and your client are ready to book, either one of you can select Book It Now.

5.After the Book It Now button has been selected the other party has 72 hours to accept the request.After 72 hours, the request expires. Its easy to renew the request thoughcheck out this article to learn how.

a) Once a request is booked, it automatically moves to the Upcoming Stays section of your inbox.

b) If youdon'tbook the request, its important to archive it. Until you archive the request, you may not show in search for dates that you have a pending request. You can learn more about archiving requests here.

Rebooking with a past client

So a pet parent wants to book with you againthats great! You can make their next stay even better than the last by creating the new booking for them:

Navigate to your Inbox by selecting the envelope icon.

2.Select the View past customers link.

3.Locate the client youd like to book with. Pro tip: you can use the search box to filter your bookings by the owner's or dogs name. SelectBook A New Stay.

4.Enter the service dates, select the type of service, write your client a message, and then selectCreate stay requestto send the booking request to your client.

5.Locate and select your new request under the Pending Requests tab. There you can adjust the service dates, dogs, and price before booking if needed (seefor more details).

6. SelectBook It Nowto request payment from your client and finalize the booking.

In the rare even that an issue arises during a stay or walk, it's important for sitters and pet owners to work together to reach a resolution. In this article, well go over some tips and best practices on how to work with your client to resolve an issue.

Quick tips

Address problems quickly. An issue may seem small, but left unattended it can turn into something larger.

Make your first message positive and constructive. The first message often sets the tone for the entire conversation. Ask questions that get to the root of the issue and offer solutions.

Be friendly and approachable. Take a moment to say Hello and establish a connection with the other person.

Dont make assumptions. The other person might not understand how Rover works as well as you do. Taking a moment to gently educate them can clear up confusion and may help you reach a better resolution.

Best practices

The people who reach positive resolutions most often embrace the following best practices:

Focus on the problem, not the person. Make your conversation about the issue at hand and potential solutions, rather than the other persons character.

Look for creative solutions. Think of win-win solutions where you and the other person get something youre looking for.

Avoid ultimatums and insults. Telling the other person youll leave them a bad review or insulting them typically just makes them less likely to work with you.

Focus on the bigger picture. Remember, this is just one booking among many more to come.

Keeping client satisfaction top of mind. How you handle problems can mean the difference between negative reviews and happy, repeat clients who recommend you to their friends.

Though it happens rarely, if a problem arises during a stay or walk, communication with your sitter is key to ensure that you reach a resolution.

Resolving the issue

Pet owners who come to positive resolutions most often tend to embrace a few ideas:

Empathy. Your sitter may have faced unexpected challenges and have likely done their best to address issues in the moment.

Understanding. Realize that your sitter doesn't know your dog like you do, and they may use other problem-solving techniques that differ from your own.

Acknowledgement. Your dog is an individual, just like you. Even under the best possible care, your dog may act differently around others that you may not have seen before.

Trust. Your sitter has your dog's best interests at heart and likely did their best given the tools they had, including the care instructions you provided.

Preventing problems next time

Communication isn't only important when a problem arisesit's just as crucial before a booking starts to prevent problems.

Write out your expectations. Record everything you expect from your sitter, even if you've told them verbally. Sitters are only human after all, and sometimes they might forget something. Having a detailed Rover message or care instructions to reference in case they have questions is ideal.

Offer clarity around communication. Let your sitter know how often you expect to receive updates and when you'd like to be alerted of any issues. Some sitters may assume you don't want to be bothered and will attempt to solve problems on their own.

Plan ahead. It's always better to give your sitter more info rather than not enough, even if you're not sure they'll use it. If they happen to need it, it'll be right at their fingertips. For example, make sure to supply an emergency contact, just in case.

We get itsometimes plans change. If you need to edit the dates fordog boardingorhouse sittingservices, heres how to make changes both before and after the stay is booked.

Before booking

After booking

Note: If you need to edit the dates for day care, dog walking or drop-in visits, check out this article.

Before booking

From iPhone:

TapInboxat the bottom of your screen.

UnderPending, tap the request you want to edit.

TapModify.Here you can edit the dates and pets youd like to book.

TapSavewhen youre done.

From Android phone:

Tap the hamburger bar menu in the upper left corner of the screen.

TapPending.

Tap the request you want to edit.

TapModify.Here you can edit the dates and pets youd like to book.

Tap the checkmark icon in the upperright corner of the screen to save your changes.

From computer:

1. Navigate to your Inbox by selecting the envelope icon in the upper right corner of your screen.

check out this article

2. Under the PendingRequests tab, select the correct conversation.

3. Locate the gray request details box on the left side of the page and update your booking as needed. The price will automatically adjust to reflect any changes.

Note: If your sitter has already accepted the booking request, the gray box will instead prompt you to eitherAccept RequestorDecline Request. To edit the service before booking, selectDecline Requestfirst.

4. SelectBook It Now. You're all set!

After booking

If you need to change the dates after already confirming the booking, contact your sitter via Rover Messages. If they agree to the date change, they can modify the booking from their account.

Once your sitter makes the change, you'll need to confirm the modification from your account.For information on how to accept changes to a booking, .

At Rover, our love for animals extends way beyond dogs. So while dogs are at the heart of what we do, youll find sitters on Rover who care for cats too! Here's how:

Go to Rover.com and select the Search Sitters button.

Check the box next toCat to specify the service you're looking for, then select the service type.

3. Enter your zip code and the dates you need cat care, then selectSearch Now.

4.View available sitters from the list of search results. Click on a profile to learn more about a sitter and see if they're a good fit.

5.Read reviews, browse photos, and whenyou'vefound someone great for your cat, select theContact button on their profile to start a conversation.

6. If you haven't created a pet profile for your cat already, you'll be prompted to do so.

The Payments section of your account allows you to view, manage, and withdraw funds for completed bookings. Payments for Rover bookings will be available for withdrawal 2 days after you successfully complete a service.

Add a payment method Withdraw money View payment history

Add a payment method

You'll need to add a payment method to your Rover account before you can withdraw money from your Rover balance. Here's how to add this information:

1. Sign in to your Rover account and select your name at the top of the page, then select Dashboard from the dropdown menu.

2. UnderRover Balance, select View Payments & Promo Codes.

3. Select+ Add Account.

tax purposes

4. Choose your payment type. Select PayPal orCheck. Note:Sitters in Canada will need to receive payments via PayPal.

5. Fill out the remaining fields, then hitSubmit.

Withdraw money

You'll see funds available for withdrawal in theRover Balance section of your account. Here's how to withdraw money:

Rover app

1.Tap the menu orMoreicon in the Rover app.

2. TapPayments.

3. TapWithdraw Money.

4. Choose your payment method:PayPalorcheck.

Payments redeemed via PayPal are released within 1-4 days, with no fees.

Checks take up to 5 business days to process, up to 20 days to arrive, and incur a $2 fee.

5. Onceyou'vechosen your payment method and filled out the form, tapSubmit.

6. TapRequest Payment.

For more information on how to manage your payments from the app, check out this video:

Computer

1.Sign in to your Rover account and select your name at the top of the page, then select Dashboard from the dropdown menu.

2. Select Withdraw Moneyunder the Rover Balance section of your account.

3. Review the payment method information to verify that your payment information is accurate, then selectWithdraw via PayPal or Check.

Note about PayPal payments:Rover will deposit the funds to your listed PayPal account, butyou need to visit your PayPal account and manually withdraw those funds to receive payment.

If you're having issues with PayPal, please make sure you have the correct PayPal email address listed on file with your account. If you continue to have issues, please contact PayPal directly.

View payment history

To view your payment history from the Rover app, tapMore > Payments. Scroll to the bottom to view your payment history.

To view this information from a computer, select View Payments & Promo Codes under Rover Balance.

Youll end up on your payment history page. There you can view all of your completed bookings, payments for services, withdrawals of earnings, and your withdrawal history by year (that's important for ).

Check out the video below for information on how to manage payments from your computer:

Once you submit payment for a booking and your sitter accepts the booking request, you'll receive a booking confirmation email from Rover. You can also view your confirmed bookings from your Rover inbox.

Confirmation email

Once you book a service, youll receive a confirmation email with subject line, Your stay is booked. Refer a friend and get $20 for your next one.

The confirmation message will look like this:

search for other available sitters on Rover

Rover inbox

Confirmed bookings will also appear inUpcoming Stays or Past Staysfrom your inbox. To view this information:

1. Select the envelope icon to get to your Inbox.

2. Confirmed bookings will appear in the Upcoming Stays or the Past Stays section of your inbox.

Unconfirmed requests

If you don't see your request in the Upcoming Stays or Past Stays section of your inbox, view Pending Requests and Archived Requests from your inbox.

Pending requests

If your request is pending, then your sitter may not have accepted the booking. It's also possible that you didn't submit payment for the request. Reach out to your sitter directly to see if they're still available to accept the booking.

Learn more about the booking process.

Archived requests

If the request is archived, it means the sitter was unable to accept the request. If you still need care for your pet on these dates, it's a good idea to.

We understand that plans change and you may need to edit your upcoming stay.No problem! If you need to change dates or modify pets for a booking, you can contact the sitter through Rover Messages to request a booking modification.

If they agree to the changes, they can update the booking for you. In this article we'll go over:

How to contact your sitter

How to accept the modified booking

How price adjustments are reflected in the booking modification

To contact your sitter:

1. Sign in to your Rover account and navigate to your Inbox by selecting the envelope icon.

this article

2. Select the Upcoming Stays tab and then select the request you want to modify.

3. Send a message to your sitter and specify the changes you want to make to the booking. If the sitter can accommodate your changes, they'll modify the booking from their account.

Note: If you're adding any new pets to the booking, they must have a Rover pet profile first. To learn how to create one, check out.

Accepting modifications to a booking

Once the sitter updates the booking, you'll receive an email to confirm the changes. You have 72 hours to accept the changes. You can do this from the iOS app or your computer.

Rover app

Tap Inbox at the bottom of your screen.

Tap the request thats being modified.

Tap Details, then tap See requested changes to review the modification request.

Navigate back to your conversation with the sitter and tap Accept to confirm the request.

Computer or mobile browser

Sign in to your Rover account and navigate to the booking modification you requested.

Locate the gray box that lists your service details and review the changes.

If everything looks good, click the green icon to accept the changes.

If the modification request is different than what you discussed with your sitter, contact your sitter first. If the request needs to be declined, select Decline modifications. The service will remain booked, but the proposed modifications will not be applied to the booking.

Price adjustments

If a modification leads to an increase in cost, youll see an additional amount in the Due now section.

If the modification results in a refund, then the funds will be returned within 1 - 3 business days in the original form of payment.Any promo or gift card funds will be available to use immediately.

Note: Refunds may take longer depending on your bank's processing times.

The booking modification feature allows you to make changes to a current or future booking in the Upcoming Stays section of your Rover Inbox. With this tool, you can:

Add, remove, or change service dates

Modify pets

Change rates

You can modify a booking from your computer, mobile browser, or the Rover app. Check out the instructions below for steps specific to your device.

Computer or mobile browser

Rover app

Additional information

Computer or mobile browser

1. Navigate to your Inbox by selecting the envelope icon.

initiate a booking request

2. Select the Upcoming Stays tab and then select the request you need to modify.

3. Once the request is open, navigate to the service details and selectModify booking.

4. From here, make modifications to any of the following options for your booking:

Dates

Number of walks or drop-ins per day

Pets

Rates

Important: Make sure you discuss any rate changes with your client before sending them a modification request to ensure that they agree to the new rates.

If your cancellation policy includes a penalty fee for any booking modifications, you have the option to waive it. To do this,tap the toggle in theExtras and Adjustments section, making it green to waive the cancellation penalty.

5. Onceyou'veadjusted the booking, review your changes and write a short message to the owner explaining the updates. When finished, select Request Owner Confirmation.

Once you submit the request, your client has up to 72 hours to confirm the modification. You'll receive a confirmation email once your client accepts the changes.

Rover app

iPhones

Tap Inbox at the bottom of your screen, then select the request you need to modify.

Tap the three-dotted icon in the upper right corner of the screen.

Tap Modify booking, then selectModify details.

Update the booking, then write a short message to the owner explaining the changes.

Tap Request Owner Confirmation.

Your client will receive the modified request, and they have 72 hours to confirm the changes. Once they confirm, both you and your client will receive a confirmation email.

Android Devices

Tap the hamburger bar menu in the upper left corner of the screen, then selectUpcoming.

Locate the request you need to modify.

Tap the three-dotted icon in the upper right corner of the screen.

Tap Modify booking, then selectModify details.

Update the booking, then write a short message to the owner explaining the changes.

Tap Request Owner Confirmation.

Additional information

Some helpful information to know:

Clients cannot modify bookings at this time. Theyll need to request a booking modification by contacting the sitter directly.

Clients must review and approve the booking modification within 72 hours of submitting the change. If the change wasnt accepted, the booking will still remain active but unchanged.

Sitter cancellation policies are not applied to booking date modifications. If you want to apply a cancellation fee, you can create a new booking and have your client .

Payments for a service may be delayed for a booking if it was modified near the end of an active stay and the owner didn't confirm it until after the booking was completed. This is because clients have 72 hours to confirm a booking modification. In cases like these, your payment will be released 2 days after the owners confirmation.

If you want to change which services you offer, you can easily add, remove, or temporarily turn them off from your sitter profile.

Looking to take a break from a service temporarily? Turn on Away mode. This article explains how.

Modifying services

1 Sign in to your Rover account and click here to get to the service management page.

2.Locate the services you want to modify, then use the toggle to turn them on or off. Any service highlighted in green means the service is active. To turn off a service, tap the toggle so it's gray.

3. If you want to take a break from a particular service, you can enable Away mode. Locate the service you want to manage and tap theAway button.

4. Select Saveto finalize your changes.

Removing all services

If no longer want to offer pet care services, you can deactivate all of your services and continue to use your Rover account as a pet owner.

Note: Keep in mind that you'll need to contact Rover Support if you decide to reactivate your sitter/walker services in the future.

To remove all services:

1. Select all toggles next to each service to turn them gray. You'll see a pop-up window prompting you to confirm these service deactivations.

2. To proceed, select Yes, please deactivate my services.

How do I deactivate my Rover account?

Related articles

No matter how careful you are, the occasional problem can come up during a stay.

We've found from experience that issues are often best resolved by simply reaching out to the other party. If there was an issue during a booked stay or walk, we encourage you to reach out to your sitter first through Rover Messages.

If you're unable to come to an agreement, get in touch with Rover Support by selectingGet Help at the bottom of this page. We'll review your issue to determine next steps in reaching a possible resolution.

In your email to Rover Support, please include the following information:

A summary of the problem

Any supporting documents

Your ideal outcome

Requirements for dispute review

Rover's goal is to provide a place for sitters and pet owners to resolve problems together, and that means offering reasonable and positive solutions for everyone involved.

Disputes for stays or walks must meet the following requirements:

You booked the stay or walk on Rover.com or in the Rover app.

You paid for the booking on Rover.com or in the Rover app.

You must report the issue to Rover Support no later than 28 days after the stay or walk ends.

The following items are not eligible for review by our support team:

Stays or walks not booked and paid for through Rover

Requests to deactivate or penalize another sitter or pet owners account

Disputes against Rovers Terms of Service or other policies, such as a sitters cancellation policy

Rover is not a tax advisor and cannot provide advice about taxes, income reporting, or unemployment.

Ifyou'vewithdrawn over $600 via check over the course of a calendar year, Rover will send you a 1099 tax form.

If you receive payments via PayPal, then youwon'treceive tax documentation from Rover. Since PayPal distributes these funds to you, it is responsible for handling your tax documentation in accordance with its own tax reporting practices.

For more information on how Paypal reports sales to the IRS, check out this PayPal article.

To learn more, see this IRS document: 2019 instructions for Form 1099-MISC

I qualify to receive a 1099 from Rover. How and when will I receive it?

All 1099s will be mailed to the address listed on your W-9 on January 31. An electronic copy of your 1099 will also be emailed via tax1099.com on January 30 or January 31.

What if Idon'tmeet the requirements to receive a 1099 from Rover?

The fact that your payments on Rover do not reach $600 in a tax year does not relieve you of your obligation to report and pay taxes for income received through the Rover platform. We encourage you to consult with a tax advisor to better understand your requirements.

For more information, visit the IRS website about independent contractors and 1099/W9 information.

If you have questions about receiving or submitting a Form W-9, please contact Rover Customer Support.

Rover is not a tax advisor and cannot provide advice about taxes, income reporting, or unemployment.

A Form W-9 allows you to submit taxpayer identification information (i.e. social security number or tax identification number) to another company. If you are a U.S. taxpayer and redeem earnings via check, Rover will require you to complete a Form W-9.

How do I verify whether I need to submit a W-9 to Rover?

If wedon'talready have a W-9 on file for you, youll be prompted to fill out a W-9 the next time you withdraw funds via check, as pictured below. Rover must receive a completed W-9 back from you before issuing your payments by check.

If youdon'tsee this prompt when withdraw funds via check, that means we already have a W-9 on file for you. You do not need to submit another W-9.

check out this article

Please email the form to Rover at [email protected]. You should receive a response from Rover within 2 business days.

What if I receive payments for Rover bookings via PayPal?

If you redeem all your earnings via Paypal, youdon'tneed to submit a W-9 to Rover. This is because Rover does not handle tax documentation for redemptions made via PayPal. If you have tax-related questions regarding earnings processed on PayPal, please consult a tax expert or contact PayPal directly.

Note: Anyone who redeems their earnings via check will be prompted to complete a W-9, but not all sitters/walkers who complete one will be eligible to receive a 1099 form. For more information about 1099s, .

You can view your earnings and withdrawals by year right from your Rover account. Here's how:

Navigate to your dashboard by selecting your name in the upper right corner of your screen. Select Dashboard.

View Payments & Promo Codes

Under Rover Balance, select.

Under Rover Balance on the right, you'll see yourWithdrawal History by YearandExternal Withdrawal History.If you were previously a DogVacay sitter, this External Withdrawal History section would reflect payments you received from DogVacay.

Holidays are a busy time for everyone, sitters and pet parents alike. Thats why you have the ability to raise your rates for servicesthroughout the holiday season.

In this article, well cover the following topics:

U.S. holiday dates for 2019

How holiday rates work

Strategies for setting holiday rates

Holiday rates for Canada

U.S. holiday dates

If you have holiday rates enabled on your account, then those rates will be applied to bookings that take place during the following date ranges:

Holiday

2019 dates

2020 dates

Martin Luther King Day

January 18 - January 21

January 17 - January 21

President's Day

February 15 - February 18

February 14 - February 18

Memorial Day

May 24 - May 27

May 24 - May 28

4th of July

July 3 - July 7

July 2 - July 6

Labor Day

August 30 - September 2

September 4 - September 8

Indigenous Peoples' Day

October 11 - October 15

October 9 - October 13

Thanksgiving

November 27 - November 30

November 25 - November 30

Christmas and New Year's Day

December 20 - January 1

December 22 - January 4

Holiday rates for Canada

Christmas and New Year's Day: December 20 - January 1

How holiday rates work

If a booking includes dates within a holiday period, your holiday rates will be applied to the first dog in the booking for the entire booking.

For example, the holiday period for Martin Luther King Day is January 18 - January 21. Let's say you receive a house sitting request from January 16 to January 20 for two dogs. Since the booking overlaps with this holiday period, the holiday rate would apply to the first dog for all four nights.

For more information about managing/enabling add-on rates, visit this article.

Tip:You can also set a custom price for specific clients during the holiday season by editing the booking request. For step-by-step instructions on how to do this, check out this article.

Strategies for setting holiday rates

Check out the holiday pricing of other sitters in your area to help you determine what your holiday rate should be.

Weve noticed that generally, sitters tend to set their holiday rates 10-20% above their standard rates.

Apply holiday rates when they make sense for your business. If you notice different trends or spikes in demand during other holidays that Rover hasn't listed above, you're welcome to apply holiday rates for those periods.

If you don't want to set a holiday rate, simply leave the rate blank and Rover will use your normal service rate for holiday bookings instead.

Dont worryits not too late. If you need to offer a client a partial refund after booking, you can send a stay modification request right from your Rover inbox for any upcoming or current booking. Heres how:

1. Navigate to your Inbox by selecting the envelope icon.

contact Rover Support

2. Select the Upcoming Stays tab and then select the request you need to modify.

3. Once the request is open, locate the gray box that lists your service details. SelectModify booking.

Under Why are you modifying this booking select either the owners plans changed or my plans changed.

5.To offer your client a flat refund, beneath the Extras and Adjustments section, type a minus sign (-) then enter in the amount you would like to refund in the Increase or decrease the cost of this booking box.

If youd like to reduce the nightly/daily rate of the booking, simply update the price in the Rates section instead.

6. Onceyou'veadjusted the booking, review changes in Summary, write a short message to the owner explaining the updates, then select Request Owner Confirmation.

7. The request will then be sent to the owner to confirm. Theyll have up to 72 hours to confirm the modification. Once the modification is confirmed, both you and your client will receive a confirmation email and your client will be refunded.

If you need to refund a past booking, for assistance.

If you turn on automatic payments, you can choose to send your current Rover balance to your PayPal account, or you can receive a payout via check. In the future, well send all the money you earn on Rover directly to your PayPal account or as checks, depending on which option you choose.

Note: If you choose to receive your payouts as checks, well charge you a $2 fee each time, which well deduct from your Rover balance.

If you opt for automatic payments, youll never need to request a payment again. Well send your money to you automatically.

How do I turn on automatic payments?

1. Navigate to your dashboard by selecting your name in the upper right hand corner of your screen. Select Dashboard.

PayPal Customer Support

2. Under Rover Balance, select Withdraw Money.

3. Automatic payments are initially set to OFF. Select Edit, then select PayPal or Check.

4. Select Enable Automatic Payments. Youre all set!

FAQ

Q: Will this cut down on the amount of time I have to wait to get paid?

A: If you choose PayPal automatic payments, well automatically put your money into your PayPal account two days after a stay ends. Youll usually see the money show up on the same day its deposited.

If you choose to get automatic checks, itll take up to 5 days after a stay ends to release your money. From there, it may take an additional 20 days to receive your check. Each time we send you a check, well charge you $2, which well deduct from your Rover balance. If you already choose to receive your payouts as checks, this is a great time to switch to PayPal.

Q: What if Idon'twant to receive all of my current Rover balance?

A: If you turn on automatic payments, all of your current Rover balance (and any future payments) will be transferred to your PayPal account or sent to you via check. If you want to keep all or part of your Rover balance in your Rover account,don'topt into automatic payments.

Q: If I choose the PayPal option, how do I get my money once its in my PayPal account?

A: From your PayPal account, you can leave your money there, or you can transfer all or part of it to your bank account. Its up to you! If you have questions, check out .

Keeping track of your payments through Rover is easy. You can get payment details on every stay or walkyou'vebooked, all through your Payment History.

1. Navigate to your Dashboard by selecting your name in the upper right corner of your screen.

View Payments & Promo Codes

2. Under Rover Balance, select .

3. Your payment history is broken into five tabs; Earnings, Pending Earnings, Withdrawals, Payments, & Other. Each tab has a complete list of all corresponding payments or bookings. They are sorted by date.

Heres a breakdown of each section:

Earnings: All of your completed bookings.

Pending Earnings: Your current or upcoming bookings, that have not yet been paid out yet.

Withdrawals: Funds thatyou'vetransferred out of Rover via check or PayPal.

Payments: Bookings that have been completed for your own pets to a Rover sitter.

Other: Coupons and any other miscellaneous account charges.

4. On the right side of the page youll also see your current Rover Balance, Withdrawal History by Year, External Withdrawal History*,and Donations.

*If you were previously a DogVacay sitter, this External Withdrawal History section would reflect payments you received from DogVacay.

Currently, Rover Now is only available in select cities. Learn more about Rover Now here.

In order to receive payments for Rover Now walks and drop-ins, you must create a Rover Card for each booking. Payments will be disbursed in the Rover Balance section of your account 2 days after you completed the service. Pending payments will be displayed in the Pending Earnings section of your account.

To learn more about how to withdraw funds from your account, check out this article.

If you aren't seeing your funds displayed in Pending Earnings, please check to make sure that:

You created a Rover Card for the booking.

The booking hasn't been canceled.

Payments for bonus bookings

Occasionally, well text Rover Now walkers about opportunities to earn a bonus for a Rover Now booking.

Standard payments for the booking will still be deposited 2 days after the service and will be reflected in the Earnings section of your Payment History.

Bonus deposits will be made 1 day after the service and will be visible in the Other section of your Payment history as a Rover.com Manual Deposit.

Have questions about how and when you'll get paid? These articles provide a helpful overview of how payments work on Rover:

How do I get paid for bookings, and when?

How do automatic payments work?

How do I get paid as a sitter using my mobile device?

How do I review my payments from my Rover bookings?

Where can I view my total earnings?

Article for owners: How do I cancel a booking and receive a refund?

We encourage you to only take requests you can accommodate to keep cancellations rare and keep your business growing. In cases where you do need to cancel, please contact your client first to let them know. Then, cancel the service from your Rover account.

Rover app Computer

Rover app

1. Navigate to your inbox and tap theUpcoming tab. Then choose the booking you need to cancel.

2. Tap the three-dotted icon in the upper right corner and selectModify booking.

Terms of Service

3. Tap Cancel booking.

4. Select a cancellation reason from the dropdown menu.

5. Review the cancellation details and write a message to the owner explaining why you need to cancel. Tap Cancel booking to finalized your changes.

Computer

1. Navigate to your Inbox by selecting the envelope icon.

2. Select the Upcoming Stays tab and then select the request you want to cancel.

3. Once the booking is open, locate the gray box that lists the service details. Select Cancel booking.

Specify whether youd like to cancel all future services for this booking.

Select a cancellation reason from the dropdown menu and include details about why youre canceling. Confirm your changes to complete the cancellation request.

Note: If your client requested to cancel this booking, then theyll need to initiate the cancellation from their account. Please contact them via Rover Messages.

Important: If you're canceling within seven days of an upcoming stay or within 14 days of a holiday, your account may be subject to account review. For more information about Rovers cancellation policy for sitters, please read our .

Your inbox is key to running a successful businessespecially when it comes to managing requests that you're unable to book. If you receive a request youcan'taccept, you should do the following:

Promptly respond to the client from your inbox via Rover Messages.

Decline the request by archiving it.This not only keeps your inbox organized, but it also informs your client that youwon'tbe accepting the request.

Note: Keep in mind that anunbooked request in your inbox may affect your profile visibility for the dates the client requested. To ensure that you appear in search results for those dates, make sure you accept or decline the existing request in your inbox first.

How to decline and archive a request

How to unarchive a request

Additional information

How to decline and archive a request

1. Navigate to your Inbox and select Pending Requests.

2. Locatethe owner's request and selectDecline and archive.

3.Select a reason from the dropdown menu for why you were unable to book with this client, then select Save.

4.The request will then be moved to the Archived Requests tab. You can undo this action by selecting Undo.

Note: At this time, archived conversations cannot be deleted from your inbox.

How to unarchive a request

You can also unarchive the request if you change your mind and decide to book it. Heres how:

1. Go to your inbox and select Archived Requests.

2. Locate the request you want to unarchive, then select Unarchive.

The request will be moved to the Pending Requests tab where you can continue and book as normal.

Additional information about archiving requests

If I decline a request I can't accept, will it affect my sitter performance scores ?

Youll never be penalized for declining requests thataren'tcompatible with your preferences and calendar availability. Keep in mind that any request you archive from your inbox means that you've declined it.

If you frequently decline requests for days that you've listed as available on your calendar, then it may impact your booking score over time. To learn more about sitter performance scores, check out this article.

For more information about archiving requests, check out this article from the Sitter Resource Center.

Related articles

How do I manage my inbox?

What do the statistics on my profile page mean?

How do I manage my calendar availability and the number of dogs I can sit?

Meet & Greets are easy to set up, and they're animportant step to finding clients who are a great match for your sitting style.

Here are some best practices for Meet & Greets:

Avoid surprises.

If your own dog, other pets, or children will be part of the booking, have them present at the Meet & Greet. Make sure everyonegets along.

Walk and talk.

Practice walking with the dog on its leashthis will allow you to see if you have the physical strength to handle the client's dog. While walking the dog, get a sense of their behavior by observing how they respond to other people, dogs, and the rest of their surroundings in an outdoor environment.

Ask questions about the dog's personality/behavior.

Ask your client if their dog has any behavioral issues or special quirks that you should you know about. Does the dog behave differently when they're away from their pet parent? Do they have separation anxiety? Listen carefully to the answers, and ask yourself honestly whether you can handle the challenges and special needs the dog might have.

Ask your client about care instructions.

This allows you have a clear understanding of the pet's needs for the booking. Clients can include care instructions from their Rover account on their dog's profile. This article explains how they an add that information.

Clarify expectations

Make sure that both you and the pet parent understand all expectations about the stay, including the services you provide, how long the dog may be left alone, exercise and feeding routines, drop-off and pick-up times, and whatever else you consider essential to a happy booking.

Set a communication plan.

Ask your client how they can be reached while they are away. Are they traveling to a different time zone? Do they prefer to be contacted by a phone call, or through Rover Messages? Establishing these communication expectations in advance will create a better stay experience for both you and your client.

Trust your instincts.

After a Meet & Greet, if you feel comfortable with the dog and the stay expectations, then its probably a good fit. If youdon'tfeel comfortablewhatever the reasonbe up frontand let them know it isn't the right fit.

For more tips on how to have a successful Meet & Greet, check out these resources from the Rover Blog:

Here's What You Need to Know About Meet & Greets

An Illustrated Guide to Dog Behavior

Photo updates play an important role in building trust with your client to demonstrate your commitment to the wellbeing of their pet.Other reasons why it's beneficial to send photos to clients:

Sitters who send photos to their clients through Rover are more likely to receive a 5-star review.

Prospective customers see just how much fun their dog will have on their stay.

When you send 4 or more photos to a client, it creates a fun Rover Reel (a slideshow of your images) which is automatically sent to you and your client.

Sending photos

The easiest way to upload photos from your mobile device is through Rovers mobile app. The app makes it easy to share photo and video updates while you're out and about with your client's pet.

Sign in to the Rover app, then tapInbox.

Tap Upcoming Stays and locate the correct booking.

Tap the photo icon within the messaging tool and select an image or a video. You can also record a new video within the tool. Videos can be up to 15 seconds long.

Once you've added the photo, you can make the photos publicly viewable on your sitter profile by leaving the toggle icon highlighted in green. Include a message to your client, then tapSend. You can add up to 8 images per message.

Meet & Greets are easy to schedule and important for sitters, pet parents, and dogs alike. Theyre your chance to get to know the dog and their owner before booking a service.

How to schedule a Meet & Greet

1. Navigate to your Inbox by selecting the envelope icon.

best practices for a Meet & Greet.

2. Select the conversation with the pet parent youd like to schedule a Meet & Greet with.

3. Select Schedule a Meet & Greet.

4. Add the date, time, and location of your proposed Meet & Greet. Include a message as well for the pet parent.

5. Select Send. Youre all set!

Once your client responds agreeing to the date, time, and place, its a good idea to take a few minutes and prepare for the meeting. Take a look at our

Occasionally, you or your client may need to make changes to a request before booking it. You can easily do this from the Pending Requests section of your inbox within the Rover app, or from your computer. From here, you can edit the following:

Dates

Pets

Price

Number of walks/drop-ins per day

Rover app

1. SelectInboxat the bottom of your screen.

2. Select Pending Requestsand choose the request you want to modify.

3. Navigate to the service details, then selectModify.

4. Edit the dates, pets, price, or add-on services.

5. Select Save at the top of the booking details. The price will automatically adjust to reflect any changes.

6. When finished, selectBook.

Computer

1. Go to your Inbox by selecting the envelope icon in the upper right corner of your screen.

2. Select the Pending Requests tab and locate the client whose request you want to modify.

3. Navigate to the gray box that displays the request details and selectEditnext to the area you want to modify.

4. SelectSave. The price will automatically adjust to reflect any changes.

5. If your changes look good, then selectBook it now.

How to modify a partially confirmed request

If only one of you confirmed the booking, you can still edit the details by declining the request (this will not cancel the booking). Here's how:

1. SelectPending Requests from the appand locate the request you need to modify.

2. Open the service details and selectCancel.

3. At the top of the request, select Modify, then edit one or more of the request details.

4. SelectSavewhen finished.

You can easily rebook with a previous client from either the Rover app or your computer. Here's how:

iPhone

Tap Rebook at the bottom of the screen.

Locate the pet owner youd like to book with, and the service youd like to book, and tap Rebook.

Edit the details and service dates as needed.

Add a message, then tap Send Request.

Tap Book It.

Android

Tap the hamburger bar menu in the upper left corner of the screen.

Tap Rebook.

Locate the pet owner youd like to book with, and the service youd like to book and tap Rebook.

Edit the details and service dates as needed.

Add a message, then tap the white arrow in the upper right corner of the screen.

Tap Book It.

Computer

Select theInbox icon at the top of the page.

Navigate tothe Past Stays or Archived section of your inbox to locate the client you want to rebook.

Edit the booking details.

Include a message to your client, then selectRebook.

Open communication is the key to any great relationship. You can contact a client at any time via Rover Messages. You can also call the client if you booked their request.

Send a message

Rover app

To send a message to your client from the app:

Tap Inbox at the bottom of your screen.

Locate a client based on their booking status:

TapPendingto view clients with unbooked stays or walks.

TapUpcomingto view clients with an upcoming booked stay or a stay that's in progress.

Tap the folder icon at the top left of your screentocontact a client from a past stay.

Once you select your client's name, you'll see a conversation thread. Write a message to ask questions, or attach photos or videos to provide updates. Tap Send.

Computer

Select Inbox at the top of the page.

Locate the client by selectingPending Requests, Upcoming Requests, Past Stays, or Archived Requests tab.

Select the client you want to contact. You'll be redirected to a conversation thread where you can send them a message.

Call a client

You can also call your client directly if anything comes up during a walk, a drop-in visit, or a day care stay in the app.This is typically reserved for emergencies (i.e., is it okay that Spot ate that?), but it all depends on your relationship with your client.

To call a client from the app:

Tap Home at the bottom of your screen.

Tap the booking youre tracking.

Tap Call Owner.

Note: If you're experiencing an emergency or you're concerned about the wellbeing of a client's pet, please contact Rover's Trust & Safety team. Theyre available 24/7.From the app, tapCall Roverat the bottom of the stay details.